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At Velmorinchex, we are committed to delivering high-quality motion design and animation services that meet your expectations. This Return Policy outlines our policies regarding service cancellations, refunds, and related matters. Please read this policy carefully before engaging our services.
Because our services involve custom creative work tailored to your specific needs, our return and refund policies differ from those applicable to physical products. This policy is designed to be fair to both our clients and our studio while recognizing the unique nature of creative services.
Our motion design and animation services are custom creative services that are produced specifically for each client based on their unique requirements, specifications, and creative briefs. Once work has commenced on a project, significant time, effort, and resources are invested in understanding your needs, developing concepts, creating storyboards, and producing animations.
Unlike physical products that can be returned to inventory, creative work is inherently customized and cannot be resold or repurposed for other clients. Therefore, our return and refund policies take into account the custom nature of our services and the resources invested in each project.
Before commencing any project, we provide a detailed service agreement or project proposal that outlines the scope of work, deliverables, timeline, pricing, payment terms, and other relevant details. This agreement serves as the foundation for our working relationship and helps ensure that both parties have clear expectations.
We encourage all clients to carefully review the service agreement and ask questions before signing. Once the agreement is signed and work begins, you are agreeing to the terms outlined in that document, including the payment terms and cancellation policies specified therein.
Any changes to the project scope after work has commenced may result in additional fees and timeline adjustments. We will communicate any such changes in writing and obtain your approval before proceeding with modified work.
We understand that circumstances may change, and you may need to cancel a project. Our cancellation policy is designed to be fair while protecting our studio from losses incurred due to work already performed.
If you cancel a project before we have commenced any work, you may receive a full refund of any payments made, minus any non-refundable deposit or administrative fees as specified in your service agreement. Typically, we require a deposit to secure your project slot in our schedule, and this deposit may be non-refundable to compensate for the opportunity cost of reserving time for your project.
If you cancel a project after work has begun, you will be responsible for payment for all work completed up to the point of cancellation. This includes but is not limited to concept development, storyboarding, design work, animation production, and any revisions completed prior to cancellation.
We will provide you with an itemized invoice detailing the work completed and the corresponding charges. Any payments already made will be applied to this invoice. If payments made exceed the amount owed for work completed, we will refund the difference. If the amount owed exceeds payments made, you will be responsible for paying the outstanding balance.
To cancel a project, you must provide written notice via email to the contact information provided in your service agreement. Cancellation is effective upon our receipt and acknowledgment of your written notice. We will respond to your cancellation request within two business days and provide information about any amounts owed or refundable.
Refunds are handled on a case-by-case basis and depend on the specific circumstances of each project. Our general refund policy is as follows:
Deposits paid to secure your project slot are generally non-refundable, as specified in your service agreement. These deposits compensate us for reserving time in our production schedule and turning away other potential projects during that time.
If you are dissatisfied with our work and we are unable to resolve the issues through revisions or other means, we may offer a partial refund at our discretion. The amount of any partial refund will depend on the stage of the project, the work completed, and the nature of the issues encountered.
Full refunds are rare and are typically only provided in exceptional circumstances, such as if we are unable to deliver the agreed-upon services due to circumstances within our control. If we determine that we cannot complete your project as agreed, we will notify you promptly and provide a full refund of all payments made.
Approved refunds will be processed within 14 business days of approval. Refunds will be issued using the same payment method used for the original transaction, unless otherwise agreed upon. Please note that depending on your financial institution, it may take additional time for the refund to appear in your account.
We want you to be completely satisfied with the final deliverables. Our service agreements include a specified number of revision rounds to ensure that the final product meets your expectations. The number of included revisions varies depending on the package or service level you have selected.
Revisions must be requested within the timeframe specified in your service agreement and must be based on the original project brief and scope. Requests for changes that fall outside the original scope may be considered additional work and may incur additional fees.
We will work diligently to address your feedback and make revisions that align with the original project goals. If after the included revisions you are still not satisfied, we will discuss options which may include additional paid revisions or, in rare cases, a partial refund.
We are committed to delivering high-quality work that meets professional standards. All of our projects are produced by experienced motion designers and animators using industry-standard tools and techniques. We take pride in our work and strive for excellence in every project.
If you believe that the delivered work does not meet the quality standards outlined in your service agreement or does not align with the approved concept and specifications, please notify us immediately. We will review your concerns and work with you to resolve any quality issues.
Our quality guarantee is subject to the understanding that creative work is subjective and that differences in artistic preference do not constitute quality issues. We will make reasonable efforts to accommodate your preferences within the scope of the project, but we cannot guarantee that the final product will match your subjective vision in every detail.
Upon completion of your project, we will deliver the final files in the formats specified in your service agreement. You will have a specified period, typically 7 to 14 days, to review the final deliverables and notify us of any issues or concerns.
If you do not notify us of any issues within the specified review period, the project will be considered accepted and complete. After acceptance, no refunds or additional revisions will be provided except in cases of technical defects or errors that prevent the files from being used as intended.
We retain backup copies of project files for a limited period after delivery, but we are not responsible for providing additional copies or making changes after the project has been accepted and the retention period has expired.
We will not be liable for any failure or delay in performing our obligations under a service agreement if such failure or delay is due to circumstances beyond our reasonable control, including but not limited to acts of God, natural disasters, war, terrorism, riots, embargoes, acts of civil or military authorities, fire, floods, accidents, pandemics, strikes, or shortages of transportation, facilities, fuel, energy, labor, or materials.
In the event of a force majeure situation, we will notify you as soon as reasonably possible and will make reasonable efforts to minimize the impact on your project. If the force majeure event prevents us from completing your project, we will work with you to determine an appropriate resolution, which may include rescheduling the project or providing a refund for work not completed.
Upon full payment for services rendered, you will receive the usage rights specified in your service agreement. However, if a project is cancelled or if payment is not received in full, we retain all intellectual property rights to the work created, and you are not authorized to use any materials, concepts, or deliverables produced during the project.
If you cancel a project after work has commenced and have paid for the work completed, we will provide you with the work-in-progress files and any completed elements, along with limited usage rights as appropriate. The specific rights granted will be outlined in writing at the time of cancellation.
If you have any concerns or disputes regarding our services, billing, or this Return Policy, we encourage you to contact us directly so that we can work together to resolve the issue. Most concerns can be resolved through open communication and mutual understanding.
We are committed to addressing your concerns promptly and professionally. If we are unable to resolve a dispute through direct communication, we may suggest mediation or other alternative dispute resolution methods before pursuing legal action.
We reserve the right to modify this Return Policy at any time. Any changes will be effective immediately upon posting to our website. Your continued engagement of our services after any changes constitutes your acceptance of the modified policy.
However, any projects that are already in progress at the time of a policy change will be governed by the policy that was in effect when the service agreement was signed, unless both parties agree in writing to apply the modified policy.
If you have any questions about this Return Policy or need to discuss a cancellation or refund, please contact us at:
Velmorinchex
16 Maidstone Street, Grey Lynn
Auckland 1021, New Zealand
Phone: +64 9 360 6003
Email: ask@velmorinchex.world
We are here to help and will respond to your inquiry as quickly as possible. Our goal is to ensure that every client has a positive experience working with our studio, and we appreciate the opportunity to address any concerns you may have.
By engaging our services, you acknowledge that you have read, understood, and agree to this Return Policy. This policy is incorporated into and forms part of your service agreement with Velmorinchex.